Why Customer Experience is Like Sex in High School
Customer Relationship Metrics
JANUARY 11, 2017
Each caller had an equal opportunity to participate in a post-call IVR survey. The anonymity of the contact center agents in “Contact Center B” perpetuated their “not my problem” attitude with respect to overall center performance and caller satisfaction. We examined the caller evaluations and measured FCR rates over a continuous six-month period. Increased caller satisfaction. Everybody’s talking about it.
Let's personalize your content